Michael DeFrance
Dixon
Summary
Seeking a position in an energetic and fast paced environment that will utilize my experience, training, and education and allow me to further develop my abilities and contribute to the success of a progressive, entrepreneurial and fast paced company that provides challenging opportunities for growth and career progress through contributing significantly to a company's performance, growth, and profitability. Goal-oriented, self-driven, and tenacious with exceptional communication and time-management skills. Extensive turnaround experience, as well as high growth and start-up experience. A top producing salesperson and manager with strengths in strategic planning, product development and sourcing, marketing, staff training, financial management and employee development. Willing to travel up to 100%. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Associate Governmental Program Analyst
California Department of Education - School Facilities and Transportation Services Division
12.2023 - Current
- Maintain and monitor department assets
- Input department assets into the statewide Financial Information System for California (FI$Cal)
- Process reconciliation of assets between FI$Cal and the department's internal tracking system
- Conduct monthly reconciliation of assets
- Work with management to improve internal asset management processes
- Develop and edit asset management manual
- Meet with staff from Technical Services Division and Facilities Management to develop and implement changes to the process and procedures of asset management
- prepare report of findings for management review
- Develop internal asset management process for telework staff, including procedures and forms
- Manage the department's inventory plan
- Review records in departments inventory system
- Reconcile physical and computerized inventory records and make necessary adjustments to inventory records
- Manage all FI$Cal values for the California Department of Education locations and work with FI$Cal liaison for revisions
Account Specialist
A Line Staffing-Health Net
08.2022 - 12.2023
- Works remotely and provides recommendations, responding to phone calls, emails, and other inquiries from patients, their families, and healthcare providers in a timely, professional, and courteous manner
- Analyze and review information on health plans, benefits and services to the patients and their families, including eligibility requirements, covered services, and out-of-pocket expenses
- Review and analyze legal documents submitted to assist with possible administrative actions
- Analyze and review billing and insurance issues, including working with other insurance providers to obtain pre-authorizations, verifying coverage, and ensuring accurate billing and coding
- Provide guidance to patients on medical procedures, pre-authorization requirements, and medication issues, ensuring they understand their treatment
- Handle complaints and concerns from patients and their families, using active listening and problem-solving skills to resolve issues and provide a positive customer experience
- Document patient interactions and maintain accurate records in accordance with healthcare regulations and policies, including HIPAA and other privacy laws
- Collaborate with other healthcare professionals, including doctors, nurses and administrative staff, to ensure that the patient needs are met and care is coordinated across providers
- Follow up with patients to ensure customer satisfaction and resolve any outstanding issues
- Handle and de-escalate service issues and concerns
Advisor II
Voxpro / Telus International Inc
04.2018 - 08.2022
- Provided excellent customer service by responding to customer inquires, providing product information, resolving any issues that arose
- Identified and pursued new business opportunities and cultivated relationships with existing customers
- Analyzed customer's floor plan to determine the quantity of the product and provide recommendations
- Maintained the current inventory through the customer relationship management (CRM) program
- Discussed the customer's budget and went over product decision
- Collected information to respond to inquiries and research questions
- Analyzed collected data to prepare summaries
- Established work plans and timelines for the completion of work
- Maintained accurate sales records and report on sales activity regularly to management
- Collaborated with team members to share knowledge and strategies
- Assisted with marketing efforts by participating in promotional events, assisted creating marketing materials, and providing feedback to the marketing team
- Performed administrative tasks such as scheduling daily appointments, maintaining customer records, and preparing customers' sales reports
- Provided technical support with the company's products and services
- Provided excellent customer service while troubleshooting technical issues
- while providing product information, and answering customer inquiries
- Assisted in escalation calls, and provided accurate information from the knowledge base, to the customer
- Proficient in MS Word and Excel
Account Specialist
MAXIMUS
11.2014 - 04.2018
- Analyzed and processed health plan memberships in accordance to the county of residence
- Developed procedures and policies to improve services and effective performance of programmatic activity
- Stayed focus and worked well under pressure with the ability to meet deadlines
- Updated scheduled plans and amended member enrollments
- Scheduled appointments and coordinated with health care providers to ensure timely and efficient care
- Maintained updated knowledge of the Health Care Options program, including policies and procedures as referenced in the employee manual, intranet, and other policies adopted by corporate operations
- Maintained a working knowledge of contract compliance provisions of the project
- Developed reports to identify customer service concerns
- Adhered to all relevant laws, regulations, and ethical standards
- Resolved beneficiaries complaints by investigating the problem, offered a solution, and took corrective action if necessary
- Maintained working knowledge of the Medi-Cal managed care plans
- Maintained beneficiary records and interactions, while analyzing transactions which can be used to improve customer service, and provide valuable feedback
- Participated in monthly side-by-side reviews with Quality Assurance to assure that the products and services are of highest quality and meets the needs of the beneficiary
- Provided training and mentorship to on boarding team members
- Tracked statistics for daily, weekly, and monthly performance
Account Specialist
Terminix International
03.2008 - 10.2014
- Prepared the monthly, quarterly, and yearly spending plans
- Reviewed and reported on personal services and operating equipment and expenditures
- Gathered and analyzed various reports including administrative projections, reimbursement projections, daily budget reports, monthly revenue reports and quarterly summaries
- Maintained various budget allotment solvency by reviewing and tracking allotments and expenditures and, when necessary, make recommendations to upper management regarding realignment of allotments based on actual needs
- Charted historical comparisons in workload, expenditures, and forecasting data to make recommendations to management concerning efficient utilization of resources performed a variety of analytical techniques to resolve complex budgeting and managerial problems
- Developed, maintained, and amended contracts
- Wrote technical reports documenting project and program assignments and activities such as program evaluation results, research findings, progress reports and/or timeline and resource requirements for projects
- Analyzed and collected data to prepare reports
- Established work plans and timelines for the completion of work tasks, assignments, and projects
- Managed billing, past due accounts, price increases, month-end close, and other critical tasks
- Collaborated with internal departments to ensure that they fulfill all customer requests. Responded to inquiries from customers, staff, and management
- Proficient in MS Word and Excel
Education
Graduate - HVAC Installation And Repair
Institute of Technology Citrus Heights
03.2013
Skills
- Excellent team player, motivator, leader
- Proficiency in MEDS System, Calyx Point, Sales Force, Google Drive, U Jet, MS Word, Excel, Lotus Notes, Microsoft PowerPoint
- CRM Software
- Quality Control
- Technical Support
- Analytical and Problem-Solving Ability
Skills
- Customer Service Call Triaging
- Billing Resolutions
- Recordkeeping Ability
- Account Investigations
Timeline
Associate Governmental Program Analyst
California Department of Education - School Facilities and Transportation Services Division
12.2023 - Current
Account Specialist
A Line Staffing-Health Net
08.2022 - 12.2023
Advisor II
Voxpro / Telus International Inc
04.2018 - 08.2022
Account Specialist
MAXIMUS
11.2014 - 04.2018
Account Specialist
Terminix International
03.2008 - 10.2014
Graduate - HVAC Installation And Repair
Institute of Technology Citrus Heights
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